American Water Reviews | Glassdoor

American Water Reviews

Updated May 4, 2017
219 reviews

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Pros
Cons
  • Expect to work a lot; work/life balance could improve (in 14 reviews)

  • Not all of upper management are bad some are amazing but you find out quick who arent and no way to stay off the bad ones teams (in 13 reviews)

More Pros and Cons

  1. "Old culture"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - GIS Technician in Greenwood, IN
    Former Employee - GIS Technician in Greenwood, IN
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at American Water (Less than a year)

    Pros

    The regular employees are easy and to work with a nice management and upper management seem out of touch though.

    Cons

    They have Old outdated philosophy although trying to move system on to new technology there still dealing with old world utility culture

    Advice to Management

    They have been trying to modernize things with their computer and design in GIS. But the company culture seems expandably old-fashioned and very slow to get along. They like to use contract workers but don't see much interested in bringing permanent people on. Nice people though


  2. Helpful (9)

    "Disappointed in IT processes and company."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - ITS Field Support Setvices in Chicago, IL
    Former Employee - ITS Field Support Setvices in Chicago, IL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at American Water full-time (Less than a year)

    Pros

    Health care benefits were pretty cheap. Other than that not much.

    Cons

    I worked at this company for six months, I was being proactive in finding this job due to a potential contract layoff. When speaking with the manager I was under the impression that this company was stable, after 3 months being there and speaking with multiple coworkers I quickly found out that this company has a history of ceos and reorganizations which was quickly affirmed when a new CTO was brought in and spoke about "IT transformation".

    It's obvious the CTO was beating around the bush regarding reorganization.

    Advice to Management

    Don't lie to your hiring candidates about the company's stability, you just waste their time and yours.


  3. Helpful (3)

    "Need new Supervisors"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Operations Support Specialist in Chicago, IL
    Former Employee - Operations Support Specialist in Chicago, IL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at American Water (More than a year)

    Pros

    The benefits here are great

    Cons

    Everything else about this company needs improvement. The two women supervisors there are terrible


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  5. Helpful (9)

    "Cal Am"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Project Manager in Monterey, CA
    Former Employee - Senior Project Manager in Monterey, CA
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at American Water (More than 8 years)

    Pros

    Good line people, dedicated to serving the customer.

    Cons

    Abusive management culture. This company's senior/executive management style is confrontational and unsupportive.

    Advice to Management

    To CEO: your efforts to create a more collaborative work environment are falling on deaf ears. From state presidents on down to site general/operations/engineering managers, the management team is abusive and untrustworthy. A good housecleaning will be required to change this culture. Good luck.


  6. Helpful (5)

    "Okay money. Lots of stress."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Pensacola, FL
    Former Employee - Customer Service Representative in Pensacola, FL
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at American Water full-time (More than 3 years)

    Pros

    Lots of overtime availability.
    Fairly decent medical insurance and 401k matching + 8.25% automatic deposit from AW.
    Nice CEO that came in after the toxic culture established, might clean things up eventually.

    Cons

    Customer base is in areas that AW bought up that were pretty bankrupt, this means you will be talking to people mainly from places like Gary, IN, Chattanooga, TN, Peoria, IL, St. Louis, MO. A co-worker said it felt like she was working for the Department of Children and Families. One pod (section) I was in, out of the supervisor and 7 co-workers, one had had a heart attack and 2 or 3 + the supervisor had heart stents put in.

    Management might be planning to outsource the calls or change the structure. They have trained an external collection agency at every facet of the job. This is in part to the fact that a sizable percentage of the call center (~20% of 250 on avg I'd guess) because they are on FMLA or are new and stressed out from \ can't meet the mandated overtime. Two years ago before Christmas there was a layoff scare, and last Christmas they had no overtime for the paycheck before Christmas. This is all while they were reaching newer and newer highs on the NYSE.

    Lots of mandated overtime. If you are new, expect to be mandated to the fullest they can, and with random 2-3+ hour gaps.

    Used to be 365 24/7. In 2015 they went M-F 7-7 to cut down on hours. This has created a very busy environment almost every day of the week. On Mondays, Tuesdays, and Fridays, customers will have to hold 15+ minutes at times. This also means, even if you're working a 12 hour day, you will likely also have a half hour lunch, or if you get off at 4-6P, you will be mandated an extra hour at the end of your shift.

    Prepare to deal with broken things and not have them repaired. When I came on board, we learned the old system that had been in place for years, and we were taught workarounds in the system as standard procedure; not to be quicker, because certain functions had remained broken for 5+ years.

    The union is weak but antagonistic. Their Alton, IL branch has negotiated slightly better salaries and advanced positions, but the pay is still fairly weak until overtime is factored in, $12 an hour.

    Advice to Management

    Outsourcing the calls is probably the best right now. Otherwise you just have 30-60 people calling out a day on FMLA and the others building up enough stress to do the same. Pay a few more dollars per hour to when eventually you get enough people not calling out / quitting, people can work a 40 hour week and maybe pick up 4 hours of OT and live a livable wage. Change the way decisions get made and who has executive power. It takes far too long to make changes and for some odd reason it's extremely expensive; like in the case of fixing any SAP bugs. Who got you guys into THAT mess?

    Anyway, your call center employees are literally made sick by the job, far too many. It was never like that at GEICO or other call centers I worked at.


  7. Helpful (1)

    "Great Place To Get Experience"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in San Diego, CA
    Current Employee - Anonymous Employee in San Diego, CA
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at American Water (More than 10 years)

    Pros

    American Water is a great place to get experience in water and wastewater. Company is strong financially and focused on sound business practices.

    Cons

    Constant organizational and leadership changes throughout the company leaves the workforce perpetually trying to adapt to new leaders and new initiatives.

    Advice to Management

    Focusing on your internal customers i.e. employees as much as you focus on your external customers can only improve moral and culture.


  8. Helpful (3)

    "CSR"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Alton, IL
    Current Employee - Customer Service Representative in Alton, IL
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at American Water full-time (More than 5 years)

    Pros

    Great Benefits and all the over time you want for the most part

    Cons

    Upper management does not care about you


  9. Helpful (7)

    "Senior Business Anayst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Business Analyst in Voorhees, NJ
    Former Employee - Senior Business Analyst in Voorhees, NJ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at American Water full-time

    Pros

    I have nothing to say that is good about them.

    Cons

    They promote family members actually no hire them just ask the CIO Mark Smith I think the SEC would think that would be illegal

    Advice to Management

    I just said it


  10. Helpful (2)

    "Good Call Center Job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Pensacola, FL
    Former Employee - Customer Service Representative in Pensacola, FL
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    good pay, opportunity for overtime, friendly and laidback environment

    Cons

    little to no opportunity for advancement


  11. Helpful (1)

    "Operation Support Rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Peoria, IL
    Current Employee - Anonymous Employee in Peoria, IL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Water (More than 8 years)

    Pros

    American is a great company to work for. Great benefits!

    Cons

    The cons of American Water is that I am in a union and it's difficult to progress or achieve advancement opportunities.


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